We went to return the items bought from online.I am writing to express my deep concern and outrage regarding a profoundly disturbing experience I had at your Columbia store located at Great Mall in Milpitas, CA. What should have been a routine return of a few online-purchased items quickly escalated into a humiliating, disrespectful, and frankly alarming incident that has left a lasting negative impression of the Columbia brand. Upon arriving at the store to process the return, the cashier was immediately rude and dismissive. Rather than assisting us courteously, he treated me with suspicion and hostility, as though I were attempting something fraudulent. Without offering any explanation, he called over additional staff to inspect the return -- making me feel publicly scrutinized and accused, without cause. The situation worsened dramatically when the store manager, who identified himself as Donovan, got involved. His behavior was shockingly unprofessional and disrespectful. When we asked for clarification about why we were being treated so poorly, he claimed--incorrectly--that we were attempting to return more than 10 items, which was simply not true. He then demanded to inspect my phone to verify the credit card used for the online purchase. While I cooperated in good faith to resolve the situation, he proceeded to browse through private sections of my phone, including my account information and unrelated order history, without my permission. When I objected to this blatant invasion of privacy, his response was dismissive and increasingly hostile. When I rightfully asked for an apology for the incorrect accusation and invasive behavior, he escalated the situation further by threatening to call mall security to remove us from the store, effectively weaponizing his position rather than resolving the matter professionally. He also declared that he could refuse service at will, regardless of company policy or customer rights. He then flatly denied the return without legitimate grounds. This incident was not only humiliating and disrespectful -- it was a violation of basic customer rights and personal privacy. We have never been treated in such an aggressive and unethical manner by any retail staff in our lives. The conduct displayed by both the cashier and the manager was hostile, unprofessional, and deeply damaging to the Columbia brand. We have filed a formal complaint with Columbia's corporate office (Case #000552987), but I feel it is important to stress the severity of this matter. If this is how customers are treated for simply making a return, I can no longer in good conscience support or recommend Columbia products. read more

For Kris (Chris) - store manager and customers, I had an issue when staff rejected to do separate receipt for purchase and return. First, I came to the store because I want to do return. At the same time, I found other item that I wanted to purchase. Then, I asked the staff to do return and purchase separately. It seemed like she asked the manager some questions regarding the return. Next, she did the return and purchase in one receipt. Done, I left the store. A week later, I changed my mind and wanted to return 1 item (on that same return and purchase receipt) and noticed only store manager can authorized the refund. He came to the counter and got explained from his staff about I was using store credit to purchase. He started giving me hard time. He did not deliever a professional customer service skill nicely nor problem solver to customer. He was yelling at me and asked "Do You Know What Are You Talking About" in front of lot of other customers. I tried to explain the confusion of returning and purchasing on same receipt using store credit. He ignored what I was trying to explain. He kept underlying item on the receipt and asking me lot of questions. He gave me the feeling that he looked down on me cause I am Asian while he is white. I felt that I got discriminated by him. To store manager, I come to purchase, and I am not begging for anything. Please, act as an adult and be professional to suite your title. To Columbia: great products, but bad managing staff crew. read more

Store staff was truly fantastic! Store Manager Kris helped me and my wife to get ready for an upcoming trip to Alaska, and the cashier helped us to save by pointing out the current promotions. Highly recommend this store to everyone!! Products are fantastic, and my experience was great. We will be back after our trip! read more

With the change in season, many are stocking up on winter gear. Upon entering this particular Columbia, there were so many clothes just thrown on the floor by disrespectful customers. After browsing around for some time I found a couple jackets that I liked. Sadly the majority of the stock they carry are sizes xs and xxl. When asked if they had any more sizes in the back they would reply, "everything is out here already". I had a disappointing experience with the customer service provided by an employee named Jasmin. Her lack of compassion and professionalism makes me think that retail might not be the right industry for her. Overall, it seems like a few employees here aren't enthusiastic about their jobs, impacting the overall atmosphere. read more

This store's customer service sucks and seems like it trickles down from the store's manager Kendall. All the employees are lazy and super rude to the customers. I used to love shopping here but after today's experience with the staff and their unwillingness to explain the bill and the discounts of the day politely I will never come to this store again. Columbia, please keep a check on this store and the staff's behavior. It is a very bad image to the company. read more

I like much more Eddie Bauer but my boyfriend has also a membership card of this store, so he always get me things that I love! The excuse: hey, lets check out those 20% off deals! And surely, there is always a shirt with the metallic inside that keep your super warm anywhere...and that matches with the color of my sunglasses:) Impossible not to get a good deal back home. I think they should hire a better stylist to put the clothes in a more attractive way and not so much as 'outlet display'. At least I like to buy things that are displayed in an attractive manner. This store lacks the wow factor but still has everything I want every time I go and service has always been good. read more

Columbia Factory Store - Sports Wear Near Me - Milpitas, California

I had a great experience when I visited the store today. I went to the mall in search of a warm jacket for my upcoming vacation. The staff member Marino provided exceptional customer service, which makes a huge difference when making a purchase. read more

Columbia Factory Store - Sports Wear Near Me - Milpitas, California

One of my favorite stores in the Great Mall. They have a wonderful selection and great prices. Customer service is excellent. Another nice bonus is that they offer a military discount. read more

Columbia Factory Store - Sports Wear Near Me - Milpitas, California

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My worst customer service at Columbia sportswear in Milpitas Great Mall. They had marked down on shoes and we found a few that we liked. The cashier said that these prices are not valid the prices were higher than they were marked. I asked to talk to manager, Rene, and she said that she can't honor the prices. I replied that the store has to honor the price as it is marked. She said the store was busy this morning and store is a mess. Is it my fault that the store is a mess? She even wan't looking at us when she was talking to us. I will never shop at this store. read more

I came to the great mall today to exchange a jacket and pair of snow boots at Columbia only to be turned away twice by its staff. Once at 5pm and the second time at 6pm They claimed the store was at capacity and the Fire Marshall had warned them previously. A manager named Ryan claimed the store was also in disrepair and I looked through the window to only find one jacket on the floor. I asked for the store managers name and would be given it. I asked for a contact for the district manager and would not be given it. I message corporate and I am reaching out to the great mall management. Huge waste of my time and gas. Do not shop here read more

Lots of sales the past couple of times I've come here! Sales range from 20%-40% off most items. There's an excellent selection of colors and sizes for women and men. Minus one star because there was only one cashier for the lengthy check out line. Also, please add more mirrors! There's only one full size mirror in the store! read more

I love every product they have. Great deal of choices to choose from. Sometimes it takes me a long time to choose because of their wide variety. Staffs were accommodating and friendly. The store have fitting room in it. Their products can be costly and yet very durable, fancy, with wide selections, all year round jackets and vests. I just love it! read more

This location AND this company's customer service blows. Terrible phone etiquettes both from this location and the online store. Never buying Columbia again. Save your money and your time! read more

IT SUCKS TO SHOP HERE. Purchased an item from the store on 12/5/19 with a $20 promo card. Went into the store again on the next day cos i wanted to make an exchange to different color. But only was told that i had to pay MORE money to exchange items (TWO items were the same model but in different color). I asked why and the employee told me that the promo card can't be returned therefore i would have to pay additional $20. NON SENSE! No one explained to me when i first purchased the item otherwise i would have considered twice to make purchase. At the end i paid the difference but still can't believe this happened. Shop here if you want to encounter this non sense situation. read more

No problem. Needed to return an online item and it was done with a smile. I was on hold for 15 minutes trying to see if the Columbia outlet near where I live would take it, since I was returning Sorel shoes. I hung up because 15 minutes is too long to wait for an answer. Here they were pleasant, took it and give me my money back. It's a large store with a big selection. I would definitely come here to shop if I didn't have the friends and family discount, which always makes it cheaper for me to shop online but I don't want to pay return shipping if it doesn't work out. read more

As others have pointed out, the customer service in this store is awful: unprofessional, rude, and horrible communicators. The store had various items marked for discount, but the signs were unclear as to what was actually marked down. When I went to checkout the price was not what I expected so I raised this deceptive marketing incident to the store manager, Kendall. Rather than listen and see things from the customer's perspective she merely complained about corporate management from Columbia and how badly they treated her and the store. She also would not listen to my complaint and basically said, if you don't like it, too bad--I'm not going to listen to you or do anything for you. Move on... I'm amazed that Columbia allows such inconsiderate brand and image management. I will not be back at this (or maybe other) Columbia outlets as there are plenty of other similar stores where you won't be treated like you are an annoyance or someone whose needs are irrelevant. read more

Is it too much to ask for some customer service. They had one lady at the register with a huge line doing returns and purchases. Then the staff was rude when we ask if they could get someone to come over and help. They had 5 other person stocking but one person doing point of sales?? Man don't come here unless you want to deal with that. Good deals though. read more

Very Very Very Rude customer service. Went to the store last Dec. 24, 2018 in the afternoon and I asked a store clerk if they have a different color and size for the 650 Down jacket. I was told to look it up myself. Not accommodating and store workers needs basic training in customer service. Will never shop in this store forever and will convince my almost 500 friends in Facebook to boycott this store. read more

Love the products and love the discounted prices!!! The store is neat, clean, and well organized. HOWEVER, customer service is severely lacking. I've visited the store twice. The first time I waited a very,very long time for someone to open a door for the change room. Today, there was one person checking out at the counter but needed assistance by the only 2 people behind the counter. Meanwhile, there was a person waiting for someone to open a door to the changing rooms. The workers on the floor and behind the counter seem nice and pleasant but efficiency, and the attention to customer experience is horrible. read more

Great selection of merchandise. Unfortunately the cashiers are appallingly slow, choosing to chat with each other while only one rings up purchases Emile oblivious to the huge line growing in front of them. Disappointed. read more

They close at 9 and we were there 8:53 to pay for a jacket we decided and they didn't let us in. Bad customer service and not follow the operation time. Lazy employee.... read more

Love this store! The employees are very approachable, helpful, and kind. Great selection of clothing as well!

This review is about the manager (I didn't get her name but she is a heavy-set White Female). While it is regarding the manager, management is a reflection of the store itself. I bought 2 snow jackets and 2 snow pants from the store, totaling around $300 for everything. I was able to find some cheaper snow pants elsewhere, so I ended up wanting to return the snow pants I bought from here. Within a week's time, the card I used for the original purchase was compromised and had to be replaced by my bank which made the original card inactive. I brought the receipt, original card, new card, and all mail correspondence with me to the store to make a return. The manager (said heavy-set white female) refused my transaction and told me that the only way she would accept my unworn, brand new pants WITH receipt is if I accept store credit and make a purchase that day. I had no reason to spend money at the store other than for the snow gear I needed for the weekend trip, and had no plans to buy anything from that store after that. I explained the situation and showed her all of the proof I had. I explained to her what happens when a card has an issue with fraud, and her answer back was that what I was trying to do is "fraud." She attempted to lie to me about how debit cards/banking works. Crazy part is that I have worked in the banks for 7 years to this day and called out her bullshit on the spot. She had nothing to say other than she won't take the return because the system won't let her. After she refused my return, I called the Livermore store and they said they would have no issues returning under the same circumstances (they have the same Corporate return policy AND POS System). I was in and out of the Livermore store in 2 minutes. They let me know that the heavy-set white female manager gets a lot of complaints and that she was not correct. A 1-star experience at Great Mall turned into a 5-star experience in Livermore. Heavy-set white female manager is straight trash. read more

I recently went to the store and honestly I was so surprised on how inaccurate most of these reviews are the customer service isn't the greatest but you can tell they're trying since they're mostly young adults (probably their first job), but overall not bad their selection is not great since they do only carry xxl or xs sizes and I know it not their fault but hopefully someone see this and fixes this problem read more

Rude staff and deceiving sales prices! This Columbia store puts the brand to shame. Terrible layout. Over quantities of the same merchandise, unless you are XS or XLL sizes there will be nothing there for you. They hung extra discount signs above merchandise only to find out that the discount does not apply to"that particular item ". We were looking for jackets, styles and colors are clearly prior years left overs which is expected in outlets. When we pointed out the deceiving discount practices to the Sunday' store manager Kendall, she was unapologetic. She first said "that is the way the book sent to us said to place the signs, it is not a store decision". When I pointed out that she should look the merchandise and pricing with the eyes of the customer she said, "Well that the way it is! Is very clear to me!" Maybe to you Kendall, your customer services manners would not do in other retailers! Columbia, you put your brand to shame in this store! terrible staff and poor layout, deceiving pricing. Train your visual merchandisers and your store staff, manners do matter even in markdown old style products! read more

I had a horrible experience here when I tried to do an exchange last week .There was one rude guy in the counter doing all the return.He constantly kept complaining about customers trying to do return to the other guy in the counter infront of the other customers .We went for an exchange , the guy turned us away after half hour wait ,even though we had all the receipts and tags .Keep off from this store and take your business elsewhere unless you like to be yelled at. read more

Employee Norman has great customer service. He honored and did a price adjustment since one of the jackets wasn't coming up 50% but there was a sign that said 50% off - didn't give me any hassle and was kind and friendly. read more